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Product Manager, Community Support



Product, Customer Service
United States
Posted on Tuesday, May 21, 2024

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

Our Product Managers imagine the ideal experience for our community and work backwards, creating innovative products that delight our guests and Hosts. They deeply understand the needs of our users and translate these into a strategy that combines strong product thinking and deep research. They partner with talented cross-functional team members across engineering, design, operations, data science, and more, leading teams to execute a shared vision. They are incredibly detail-oriented and hands on.

The Difference You Will Make:

You will be part of the team responsible for product roadmaps and launches at Airbnb. You will drive specific feature/s that are part of every launch and determine how they are communicated to the external world. You are responsible for the success of Airbnb products throughout their life cycle — from concept to release. And their cross-functional work ensures a consistent product voice across all the products being developed at Airbnb.

This position requires being able to take on the space of Airbnb’s community support channels and experiences. You will represent the voice of the user and collaborate with cross-functional design and engineering teams to build the experience for the guest and host support journey. The result will be the easiest-to-use support experience anywhere that will make it possible to deliver world-class service at scale.

Please note: Open to candidates in multiple locations, but we ask that you are able to work Pacific Time Zone work hours

A Typical Day:

  • Work on driving towards the aligned product vision, strategy, and roadmap for Airbnb’s community support channels and experiences.
  • Craft and proactively iterate on product vision, strategy and roadmap for respective scope.
  • With minimal guidance, develop the product marketing strategy and be able to synthesize and support a point of view from multiple sources (customers, research, industry trends, etc.) for their scope
  • Work through the aligned roadmaps and build alignment across product teams (Tech, Design) and cross-functional partners (FP&A, Marketing, Global Operations, Customer Experience, Trust, etc.).
  • Create clarity from ambiguous situations and guide cross functional teams through business pivots while proactively managing team expectations for the respective scope area.
  • Role model behaviors that encourage open communication and curiosity.
  • Implements feedback to increase communication and inclusivity across teams.
  • Be able to autonomously craft a clear, concise and easy to understand product narrative that influences stakeholders within the assigned features.
  • Create high quality product deliverables and can successfully leverage sub-business unit-level resources to amplify impact.
  • Efficiently execute to ship products and deliver impact for our business and users.
  • Be able to effectively apply customer knowledge to respective scope with great understanding of the product and underlying technologies for the domain area.

Your Expertise:

  • 8+ years of product management experience.
  • Experience creating product messaging and delivering to customers and the media.
  • Demonstrated inbound and subject matter expertise
  • Be able to build compelling customer-focused stories and work with marketing and communications partners to bring them to life.
  • Excited to work on a foundational service that supports a wide range of Airbnb features with the goal of bringing the best possible experience to all the guests and hosts on our platform.
  • Demonstrated track record of product leadership in a cross functional environment.
  • Built and scaled global consumer products and ecosystems that people love.
  • Entrepreneurial track record of taking an idea to reality.
  • Experience working on consumer products with a financial component.
  • A strong ability to effectively use data and perform business analysis to support product strategy/decisions.
  • Excited to drive execution across teams in a fast-paced environment.
  • Enjoy doing individual contributor product management work.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range
$192,000$235,000 USD